O2C OM Analyst (Spanish) - 12 month Fixed Duration Contract

Working Hours

2pm-10pm, with some flexibility available depending on business needs and individual circumstances

Contract Type

12 month Fixed Duration Contract

Responsibilities

• Effectively monitor and resolve all sales orders & sales interface issues
• Effectively manage, track and resolve all Tier 2 customer disputes, close any issues with orders, in co operation with established customers and Local Lilly team
• Work in partnership with the O2C Order Management Associate to ensure excellent order processing & positive customer experiences
• Review key metrics & communicate to stakeholders to ensure KPIs are being met
• Support global/regional O2C projects with influence on accurate, efficient & compliant order processing
• Support the overall O2C Order Management team by demonstrating flexibility in providing cover for team members and training of new team members
• Be seen as a "go to" information resource for O2C Order Management processing and related queries

Personal Attributes

• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritise and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Ability to work in global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO team members

Systems

• Experience with SAP O2C Module
• Experience in Business Warehouse or Business Objects
• MS Excel, Word and PowerPoint

Qualifications

• 2 3 years' experience in O2C function with knowledge of order management processing and customer service experience and experience in identifying and delivering process change
• Degree in Business and/or Accounting (or equivalent work experience)
• Fluency in English & Spanish language required
• Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
• Familiarise with all applicable process documentation & training materials to ensure you operate in a fully compliant manner. Ensure ownership for all applicable Sox & operational controls for your area
• Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships
• Coaching/mentoring other team members where required
• Demonstrate excellence in all interactions with our GBS internal customers & business partners
• Focus on measuring & improving our internal customer's experience with the GBS. Build and maintain a strong knowledge of Lilly's product lines within the market
• Demonstrate a strong transformation/innovation oriented approach & support and contribute to a strong innovation culture
• Actively work with the core team members & Global O2C team to drive improvements and automation for processes

Travel Percentage - Up to 10% international travel may be required

Accommodation

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

EEO Statement

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.